Customer Service Manager
Resume:
Michael Sosanya
*******.*******@*****.***
Edmond Ok 73012
Professional Experience
CUSTOMER SERVICE MANAGER December 2019 – Current
Caliber Home Loans, Inc.
Supervised a team of 18 customer service and account resolutions agents
Oversaw customer inquiries and focused on customer satisfaction
Interviewed candidates for customer service and collections roles
Implemented metrics for team goals and evaluated performance
Monitored Real Time Adherence
Coached and developed agents
SENIOR ESCALATION SPECIALIST Oct 2016-December 2019
Caliber Home Loans, Inc.
Development of Customer Service Specialists, to improve their ability to meet goals as incoming agents on the floor
Aided Customer Service/Collection agents with tools and knowledge regarding customer inquiries
Demonstrated leadership, while providing agents with the tools and knowledge for escalated calls
Completed manual processes such as CIT's, Emails, Faxes, etc
Trained and educated new hires
CUSTOMER ADVOCACY Nov 2015-Dec 2016
Caliber Home Loans, Inc.
Responsible for responding to Caliber customer complaints in a timely and efficient manner; types of complaints received come directly from the CFPB, BBB, Attorney General, or customers; disputes always completed in accordance with CFPB guidelines and Caliber service level agreement (SLA)
Verification of loan origination documents, ensuring customer identity and privacy, and maintaining up to date policies and procedures
Perform quality assurance of case documents and conduct presentation for internal committees and groups relating to processes and reports
DHS CASE FILER Jul 2013—Sep 2015
Oklahoma Department of Health
Organized documents via excel application
Record keeping for sensitive Department of Human Services child welfare cases
Documenting case information via Word application into the KIDS system from a case file
Academic Qualifications
Bachelor of science
University of Central Oklahoma
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